Summary
Our programs offer world-class training, hands-on experience, and a recognized qualification. You’ll learn from industry experts and gain insight into our brands, customers, competitors, and the industry. As a Customer Service Agent, you’ll be the voice of our business, assisting customers like pubs and restaurants.
Annual wage
£19,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday- Friday Shifts to be confirmed
35 hours a week
Possible start date
Monday 1 September
Duration
2 years
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
* You will apply your passion, dedication, and talent to help our business grow and be to be first choice for our people, our customers and our consumers
* In return we’ll develop and invest in your skills and experience and give you the best start on your career journey
* Based on a hybrid schedule at our Burton-on-Trent Head Office, you’ll build skills, handle diverse tasks, and foster strong relationships with colleagues and customers
Where you’ll work
Western Europe Hq
Horninglow Street
Burton-On-Trent
DE14 1JZ
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
HIT TRAINING LTD
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Essential qualifications
GCSE in:
* Maths, English, Science (grade 5 GCSE (grades 4-9))
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Adaptable
* Curious
* Collaborative
* Passionate
* Proactive